4157 - End User Computing Engineer - Mid Wales

Job summary

Welsh Government

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services.

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens.

For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.

Team/Division Overview

This is an opportunity to join the End User Computing team within IT Services. This is a fast paced, user focused team who support the IT requirements of the organisation and ensure that staff are able to access the technology they need to do their jobs.

The End User Computing (EUC) Team plays a crucial role in managing and supporting the IT services that directly impact users' daily work.

Job description

Job Role

This post is mapped to theAssociate End User Computing Engineer role in the Digital, Data and Technology (DDaT) Profession Capability Framework. Follow the link to understand the role and the required skills.

In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services. You will provide technical support to both customer and internal team members.

We are looking for people who are:

• Enthusiastic and pro-active about resolving problems
• Team oriented, willing to support others when needed
• Organised and have good planning skills to ensure the timely delivery of high-quality outputs.
• Experienced in communicating with a wide range of people using different communication methods.

Person specification

• Troubleshoot, fault fix, and replacement of all Information and Communications Technology (ICT) hardware where required.
• Responsible for laptop builds, setup and Issue.
• Responsible for iOS (iPhone Operating System) device support, including setup & Issue.
• Provide support and guidance for VIP service within Welsh Government, which includes Ministers.
• Technical collaboration and engagement with the vendor for Print Services
• Assist, as required, end users in changing print consumables
• Provide support for all services within the regional offices such as broadband and Wi-Fi.
• Perform daily regular checks of meeting rooms to ensure A/V (Audio Visual) equipment is fit for purpose and fully functional
• As required, perform basic A/V equipment troubleshooting and escalate further to A/V engineers for expertise and issue resolution
• Provide support to staff on the planning of meetings / events in relation to the A/V services on site, ensuring availability on the day where necessary.
• Provide end user onsite training on;
  • any specific service requirement triggered by service changes
  • above and beyond “How do I” scope
  • any onsite end user support that cannot be accessed via the Service Desk or available on the Self-service portal
• As required, provide with End user upskilling on new service functionality
• Logging calls within the Welsh Government IT Service Management tool on behalf of the end user as required and manage assigned tickets to completion, following standard processes and procedures
• Manage Service Requests to completion
• Ensure tickets are correctly assigned if unable to resolve at Regional Services level
• Incident queue/Resolver group queue management
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Develop trends by monitoring and analysing incoming calls, issues and support requests
• Systematic error analysis and problem recovery
• Recording, managing and escalating service problems as appropriate
• Analysing historical data to identify and eliminate potential incidents before they occur
• Identifying underlying causes of incidents and preventing recurrences
• Ensure the KEDB (Known Error Database) is populated accordingly
• Developing workarounds or other solutions to incidents
• Actively update the Knowledge Database with relevant technical documentation
• Use the Knowledge Database as a part of Incident/Problem Management process
• Ensure full knowledge of the core Welsh Government ICT processes at all times
• Provide service desk cover as/when required
• Occasionally perform other duties commensurate with the role, on request of your line manager

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks (Scenario)
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.

The selection process and stages are:

Number of Stages:2 stage processStage 1Application FormStage 2Interview

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.Successful candidates must mee